‘Never Hear NO Again! How sales people bounce back from setbacks’
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“Michael Licenblat's newest e-book 'bounce back' is just
what your team needs when things don't always go to plan.
Michael's step-by-step processes are clear, easy to apply
and effective in dealing with setbacks.
Much of the processes that Michael shares in his powerful
e-book could be taught by the reader to other team
members.
A must for every manager or team leader working with
people.”
Nils Vesk
Author of Life's Little Toolbox
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‘Never Hear NO Again! How sales people bounce back from setbacks’
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Table of Contents
About the author ............................................................... 5
Introduction ....................................................................... 6
Essential #1: Become Mentally Tough ............................ 8
Essential #2: Fail Fast and Learn .................................. 10
Essential #3: Use Powerful Postures ............................. 12
Essential #4: Control your Emotions ............................ 14
Essential #5: Release Tension ........................................ 16
Essential #6: Leave the Setbacks at Work .................... 18
Final Thoughts ................................................................ 20
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About the author
In the world of business, no matter how confident,
competent or experienced you are – setbacks are a
part of any sales process. How well you handle
those failures and challenges will often determine how
successful you are going be.
Michael Licenblat is a resilience expert who teaches
people in sales how to bounce back from rejections
and setbacks.
Drawing on his background in Psychology, Shiatsu
therapy, and over 25 years of Martial Arts experience,
Michael has helped countless companies become
'pressure proof' and learn how to bounce back from
the setbacks and rejections that would otherwise slow
them down or wear them out.
Michael regularly publishes articles and has delivered presentations to hundreds
of organisations such as Coles Myer Ltd., Pitcher Partners, Maunsell, Recoveries
Corporation, SEEK, Victorian Parliament, SalesForce, and REIV.
Michael has also authored the CD series ‘How to handle difficult, demanding and
negative people – without becoming drained’ and has authored the e-book
‘Turning Stress into Energy and Enthusiasm’.
"Bounce Back training was fantastic. My team really enjoyed the session.
The team are on the phones all day and really have to juggle many tasks.
The training helped the team learn how to take every call as if it was their
first of the day. The training also gave the team confidence in themselves
and their abilities.
Kate Hutchinson, Customer Service Team Leader
SEEK Communications
http://www.seek.com.au
.
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‘Never Hear NO Again! How sales people bounce back from setbacks’
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Introduction
Do you become stressed or drained when you are faced with sales rejections,
challenging objections or not reaching your sales targets? Do complaint calls,
demanding clients or impatient customers make you feel tense and uptight?
Too many people sales people are under performing, avoiding or missing sales
targets simply because they are unable to bounce back from rejections,
objections or setbacks. This ends up costing companies in lost sales, increased
non dollar productive time, and reduced conversation rates.
The reality is hearing ‘NO’ is part of sales. No matter how good your technique,
rapport or sales process is, you will be faced with rejection, failure or cold feet
from clients who say ‘NO’.
Your success doesn’t come from not receiving a ‘NO’,
but rather, what you do with that ‘NO’.
The very reason why rejection and complaints damages egos, drains energy,
and de-motivates personal drive is determined by how resilient you are to
pressure.
Resilience is characterized as being able to adapt to, and bounce back from,
tough situations and setbacks - without compromising your objective. Being able
to bounce back quickly from a demanding client, sales rejection, complaint call or
setback, instead of dwelling in self-pity, allows you to get on with your work and
keep working towards your sales target.
So, how do you bounce back quickly from the emotional stress of rejections and
complaints?
In nature, the willow is a strong, resilient tree that can tolerate strong weather
conditions because it bends easily in the wind without breaking. It adapts to its
environment in order to not only survive, but to thrive.
When you cut yourself, your body instantly works to clot the blood, seals the
wound and fights any infection. If you break a bone, you body immediately goes
to work on protecting the area with inflammation, healing the bone tissue, and
restoring circulation. Your body is designed, by nature, to be resilient and
bounce back from setbacks because it adapts itself to restore balance and
health.
You don’t have to think about how to become resilient – you are innately resilient.
It is in your genetics – it is part of your survival as a species to be able to get
back on your feet and keep on pushing forward. The reason why you,
sometimes, don’t bounce back is that you get in the way.
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Many sales people make several fundamental mistakes that actually block their
ability to bounce back because they haven’t followed the six essential
principles of resilient self-management.
How do I know this?
I have spent over 20 years of my life teaching people how to become resilient to
setbacks and pressure. In 1994 I combined my Bachelor of Science in
Psychology with my Diploma in Natural Therapies, and founded a natural health
care practice that specialised in helping people use their psychology and
physiology to bounce back from stress, tension and burnout.
Over the 7 years running that practice I found that, as a general rule, about 70%
of the reasons that stopped people from bouncing back were totally self -inflicted
because of poor self-management.
Many people unwittingly create physical and mental tension in their body when
faced with setbacks and complaints, which zapped their energy, made them feel
uptight, and drained their motivation.
When placed under pressures such as deadlines, sales rejections, working with
demanding clients/customers, putting in long hours and performance targets,
most people simply didn’t know how to bounce back from the standard
pressures of their industry.
In this e-book I am going point out 6 essential principles that you can follow to
ensure that you bounce back when dealing with difficult clients, sales rejections
and customer complaints.
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Essential #1: Become Mentally Tough
Why do rejections and complaints hurt so much? Is it because it makes you feel
like a failure? Is it because you feel as if you are not good enough, and that no
matter what you try you aren’t going to appease the customer?
No. Rejections and complaints hurt because you focus your mind on the pain.
Have you noticed how well people can cope with pain or injury until they see
blood?
In one study, three groups of participants were asked to soak their arm in a
bucket of freezing cold iced water for as along as they could stand it. During the
submersion, the first group watched funny movies and told jokes to each other,
the second group practised a relaxation technique, and the third group just sat
there in silence. Groups A & B were able to increase their pain threshold by
50%, whereas, there was no change to the pain threshold of group C.
By refocusing your mind away from the painful and negative aspects of the sales
rejection or complaint, you will bounce back faster.
Feel Empowered
Focus on the
positive or learning
aspects
Rejection
Focus on the pain
and problems
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Focus on the positive, not the pain
Dr Rich Allen (Ph.D. in educational psychology) has studied how the brain
receives, processes, stores and recalls information. In a leadership program of
80 participants, a 60-second movie clip was shown of a car traveling down a dirt
road and then colliding with a barn. Immediately after the clip the group was
given a list of questions about what they had just seen. Two different
questionnaires were then distributed. Half the participants were asked ‘How fast
was the car moving when the car bumped into the barn?’ The other half were
asked ‘How fast was the car moving when the car smashed into the barn?
The group that was asked to describe the collision as ‘bumped’ reported an
average speed of 42km/hr. The group that was asked to describe the collision as
‘smashed’ reported an average speed of 67km/hr. The alteration of a single
word produced a significant change in the participants’ perception of the film clip.
In the same sense, if you describe a rejection or complaint as a personal
reflection of your self worth, then you will probably feel like a failure and give up.
For example, rejection feels painful and you will feel worthless if you describe it in
terms of ‘you’. Comments like ‘It’s all my fault’, ‘Why can’t I make these sales?’,
‘What’s wrong with me?’ is an invitation for self-pity and misery. Even the word
‘reject’, which is defined as ‘to refuse to accept or use; to throw away; to discard’
conjures up images of worthless garbage tossed away into the bin. What a
ridiculous way to describe a human being!
Putting yourself down reduces the effort you put into your next client or customer.
Research has found that people with lower self-esteem set lower expectations for
their performancei, underestimate their capabilities and set less challenging or
mediocre goalsii which leads to putting in less effort than those with high self
esteemiii. In short, taking rejection personally can lead to not trying as hard at
the next sale.
Instead, be kind to yourself. Acknowledge how you feel, but don’t dwell on the
rejection or complaint. Pay attention to the aspects of the sales/customer service
process that you felt good about. Focus on the aspects that did go well. Did you
present yourself well? If so, then be pleased that you did! Were you proactive in
the sale/call? Well, that takes courage, so if you did that then be proud of
yourself. Did you give your best effort in the sales/service process? Then,
that’s all you can ask of yourself, so acknowledge yourself for having the
confidence to be your best. Focus on the positive aspects – not the painful
ones and you will bounce back faster from any rejection, objection or complaint.
ACTION: Become aware of 2 crucial toughening up guidelines:
1. Toughen up! Get over your setbacks and focus on what you want to
achieve instead of complaining. Self-pity is a waste of time.
2. Don’t indulge in complaining about ‘tough times’ with colleagues or clients.
When you are at work, operate in a ‘complaint free zone’.
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Essential #2: Fail Fast and Learn
Dr. Maxwell Maltz, a renowned plastic surgeon, began research into the human
mind. He noticed that with some people, once the bandages were removed after
receiving cosmetic plastic surgery, if their internal self-esteem had not changed,
then no matter how perfect a job he did, they still felt ugly. What they focused
on, regardless of the reality, is what they experienced as true.
Describing the event in terms of the ‘learning’ you gained from it, allows you to
feel empowered that this situation will make you either smarter, stronger, and
one step closer to a ‘Yes’. For example, look at rejection as a stepping-stone
that points out the path to where you want to go. In that sense, rejection is
actually a helping hand that shows you what didn’t work, so that you can find
what will work. Without knowing what doesn’t work, how can you expect to grow
and improve?
As a child, you would have fallen over many times before finally taking your first
steps. As I watch my own children learn how to walk, I notice how each failed
attempt teaches them how to improve, adapt and overcome. Each false step is
actually a step closer to the right step. Rejection and complaints are arenas to
learn how to improve, optimize and strengthen so that you can be come better at
what you do.
Tip: Describe your rejection or complaint experience in empowering terms
instead of ‘put-down’ language. Instead of wallowing in self-pity, look at how it is
showing you the way to getting the next sale. Ask yourself:
‘What can I learn from this?’
‘How can this situation make me stronger, smarter or happier in my life?’
‘What do I know now, that I didn’t know before?’
‘How will this outcome help me improve in the sales/service process?’
Is that being a Pollyanna, pie-in-the-sky optimist who is less in touch with reality?
To a certain degree, yes. Will being positive and optimistic help you bounce
back from rejection and complaints faster, keep your self-esteem intact and your
motivation strong? Absolutely!
The biggest threat you will ever face is your fear of being
rejected and feel ‘not being good enough’. In that state of mind
you are less likely to try as hard next time and risk failure again.
You must build your confidence to get past your fear of
failure so that it doesn’t paralyze you from action.
The degree to which you are prepared to adapt yourself to rise above
rejection/complaint instead of getting sucked into self-pity, will determine how
quickly you bounce back and get on with your day.
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It might sound harsh (because it is) but to bounce back you have to:
‘Get up - Get over it – Get on with it’!
ACTION: Become aware of 2 crucial attitudinal guidelines:
1. Always look for the learning in your setbacks – use them as a step forward
to improve on your weaknesses. Every setback, every challenge, every
‘no’ is your opportunity for growth, learning and expanding your
knowledge.
2. Don’t take rejection or complaints personally - let go of mistakes. Going
over problems that can’t be solved creates tension. Give yourself, and
your team, permission to make mistakes without reprimand. Allow some
leeway so they can ‘fail fast’, bounce back quickly, and improve.
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Essential #3: Use Powerful Postures
If you spend a lot of time on a conventional telephone, you are likely to have
experienced ‘telephone-neck strain’ syndrome before. This is where the muscles
between the neck and shoulder contract and become either sore or strained due
to holding the telephone between your ear and shoulder as you work, walk or
type.
There are a series of muscles that are involved in this strain between your neck,
shoulder blades and upper back. If they are consistently tense, those muscles
can fatigue causing problems like headaches, anxiety, eyestrain, tiredness,
irritability, neck pain and can even restrict your breathing. Not only do these
symptoms feel uncomfortable but they also reduce your working stamina, mental
focus and ability to quickly bounce back - making you more prone to feeling
‘stressed’ and at your ‘wit’s end’.
Incorrect posture and body use will create tension in your body - making you
feel drained and unenthusiastic. When combined with the disappointment of a
sales rejection or complaint call, the way in which you hold your body during
the day can determine whether you bounce back quickly or feel tired and
unmotivated. Quite often, your unconscious habits determine whether you
bounce back or burn out after a sales rejection.
When you meet/speak with clients or customers, notice how you stand. Standing
more on one leg, leaning to one side, wearing high heels or even working over a
bench or counter, may be creating muscle tension that is draining your body
and making you more vulnerable to feeling strained and fatigued.
Many people have sections along one side of their body that have become tighter
than along the other side, such as a calf muscle, leg, hip, or part of their back.
Many people, for example, have one leg slightly shorter than the other. It may be
less than a quarter inch up to about 2 inches (my right leg is just under half an
inch shorter than my left).
So that you are able to stand up straight and walk without restriction, your body
will compensate for those shorter or tightened areas. It contracts another part of
your body, often on the opposite side of your body, so that your eyes are able to
see the world straight and not on an angle.
Quite often, a dull lower-back ache comes from tension in the muscles on the
front of your body, particularly along the front and sides of your legs.
Also, after some time, you may find your posture stooping forward and creating
soreness in your upper back. Again, one of the core sources of upper back
tension comes from tightness in the front of your body, often stemming from poor
posture. Tension in your chest and shoulders will pull your body forward and
create upper-back tension.
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Since the front of your head weighs more than the back of your head, your
forehead is slightly forward when your head sits straight on your neck. The
problem occurs when you stick out your chin (like you do when you are thinking
about something or staring at the computer screen) – it unbalances your head
and neck that creates tension in the back of your neck.
Your posture directly affects the amount of tension your body holds.
ACTION: Become aware of 3 crucial postural guidelines:
1. Become aware of straining or tightening upper body and neck muscles
when using the telephone for sustained periods of time.
2. Become aware if long periods of standing are followed by lower
backache, neck pain or tiredness. This can be a warning sign that your
posture is wearing you out and reducing your bounce back capacity.
3. Ensure that the chair at your desk and in your car is correctly supporting
your back. Long periods of time spend in an unsupportive chair will
unnecessarily strain back and neck muscles, which will create fatigue and
muscle tension.
If your posture is strong, you will feel less bothered and tense as you deal with
pressures like sales rejections, objections or customers/clients pressing your ‘hot
buttons’.
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Essential #4: Control your Emotions
Bouncing back is greatly determined by your ability to control your emotions. If
you can remain calm, relaxed and in control, it is easier to spring back into action
after a disappointing sales result or complaint call.
By controlling emotions you choose how the rejection/complaint will affect you,
how long it is going to bother you for and how quickly you regain your composure
to continue your work.
Your rate and depth of breathing directly influences your emotions – and you can
directly control your rate of breathing in any circumstance.
In many Eastern traditions, breath is seen as the ‘essence of life’ and healing,
and is known as ‘Qi’ (chi), ‘prana’, or ‘life force’. For centuries, the Yoga gurus
have trained themselves to control their breathing rate to the point where they
are able to slow their heart rate down, reduce their blood pressure, dramatically
increase or decrease their body temperature, and control the amount of pain they
feel in their body. In his book, ‘You Can Conquer Cancer’, Ian Gawler explains
how he used breathing techniques and meditation to block the pain during a root
canal procedure which is usually a very painful process.
The rate, depth and quality of your breathing can increase
your energy levels, calm your nerves, clear your mind,
enhance your health and even block pain.
You can recreate emotions of tension, anxiety, fear, anger or happiness by
mimicking the breathing pattern of someone who is genuinely feeling those
emotions.
For example, think of a recent sales rejection/complaint call you experienced and
recall how you felt. Notice how your breathing became more rapid, shorter, and
you may have even held your breath for brief periods of time. If you deliberately
breathe with this pattern you will recreate feelings of tension in yourself. Don’t
take my word for it – try it out for yourself!
When your breathing pattern becomes faster and shallower, you take in less
oxygen into your system – which means your body makes less energy. Also, if
you bottle up your emotions and contain the way you feel, your breathing pattern
is forced to become shorter and shallower. Whilst dealing with an objection or in
the aftermath of a rejection, if you can control your breathing pattern, you will feel
calm and expand your working capacity instead of making yourself feel stressed
and anxious.
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ACTION: Become aware of 3 crucial energizing guidelines:
1. Have an awareness of how you breathe whilst on the phone – before,
during and after speaking with clients/customers.
2. Have an awareness of how you breathe when face-to-face in negotiations,
or when dealing with difficult or confronting clients during a sales process.
3. Notice where your body tightens as your breathing pattern becomes faster
and shallower.
Your breathing pattern is like a pivot point that controls your state of emotions.
Control your breathing and you will realize how much control you really have over
your emotional ability to bounce back from any sales rejection or complaint call.
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Essential #5: Release Tension
When you are handling a rejection or complaint – your body feels pressure and
your muscles tighten. That muscle tension creates pressure in your body if it is
not released. That muscle tension also drains your body’s energy as it requires a
lot of energy to hold it in place - making you feel tired, irritable, achy or stressed.
During a rejection/setback you
can feel emotional pressure
building up inside of you.
However, if that pressure is not released, it
will build up to a point where it strains your
body creating tension and muscle tightness making you feel stressed and tired.
Somewhat like a pressure cooker trying to
hold all the steam in as it gets hotter.
By releasing physical tension, you take pressure off your body and increase your
working capacity.
Releasing the tension
takes the strain off your
body – allowing you to
feel calm and in control so you can bounce back
quickly and be ready for
the next customer/client.
Before a sprinter runs a race, they spend time warming up and loosening up their
joints and muscles so they can take off and accelerate with maximum speed and
power. Imagine how much slower they would run if they tensed up all their
muscles when sprinting – it would feel like running through water.
After a sales rejection/complaint call, you may become physically tense (even if
you are not aware of it). Like the sprinter, you will not be able to function at your
best because so much energy is being used up just holding your muscles tense.
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Muscles that have been tense for hours on end become fatigued and take longer
to recover back into a relaxed position. When muscles are tensed for long
periods of time, they can restrict the circulation of blood and reduce your range of
movements - thus, can lead to injury, fatigue, vagueness, irritability or
headaches. I have seen how tension reduces people’s focus and wellbeing in
thousands of people.
Your bounce back from rejections/complaints, and your resilience to pressure in
general, is directly related to your ability to release physical tension before it
starts to gather in your body.
Have you ever finished a day at work and, even if you didn’t do much physically,
felt really tired? One reason that you felt that way could be due to your body
holding tension for a long period of time without a physical break.
In my Health Care practice, a big proportion of the ailments that I treated related
to the person's poor 'work-style' habits.
It is usually not what you have done that creates pain, strains and
spasms, but the condition your body was in when you did it.
In earlier times, when people were under stress, they would run and hunt etc., to
use up that adrenaline and extra energy in their bodies. Now, when people are
under pressure, they are stuck at traffic lights, in meetings, behind a desk or on
the phone - people are still and the adrenaline sits in their body - in their blood and creates feelings of tension, agitation or frustration.
Our lifestyles today tend to be rather sedentary and it is common for many
people to have jobs where they are sitting in front of a computer for 8 – 12 hours
a day, then to go home - in a car or taking the escalator to catch the train and
then spend their time in the evening sitting in front of the television.
ACTION: Become aware of 2 crucial tension-releasing guidelines:
1. Regularly stretching your muscles will improve blood flow throughout your
body, prevent muscle stiffness, strain and soreness, and help you to feel
refreshed. In order to stay focused for longer periods of time when under
pressure, you need to stretch out muscle tension every 2-3 hours. There
are 10 specific stretches to use and 5 key target zones to focus on.
2. Movement every 2 hours from sitting is crucial to keep your energy high –
especially when working long hours. Incorporating exercise as part of a
busy lifestyle helps sales people stay sharp, feel healthy, and look healthy
– how many people do you see in sales/customer service who work long
hours and actually look healthy?
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Essential #6: Leave the Setbacks at Work
Imagine that, in one day, you have three sales fall through, another person calls
you to complain about something, and at the end of your day a client is hassling
you with sales objections for over half an hour.
You now arrive home, put your key into the front door and turn the handle only to
discover that the same three people who sales fell through, the disgruntled client
and the person with never ending objections are all sitting on your couch in the
living room, waiting to hassle you some more. That would drive you crazy! Yet,
many people continue to worry and think about their setbacks, complaints and
work issues each night, even when they are at home!
Have you ever woken from a scary dream with your heart racing or in a mild
sweat? Have you jumped or cried when watching a movie? Felt nervous before
giving a speech and found that your mouth gets dry, hands feel clammy and your
breathing becomes faster? What ever you think (or worry) about can create real
physical tension.
Realize that continuing to think (or worry) about your sales objections, rejections
or complaint calls after you leave work, has the same draining effect on your
body as if you have physically brought those people home with you. This is
because whenever you think about something, your body also recollects the
feelings, thoughts and emotions of the situation too.
Bouncing back from sales rejections and complaint calls requires you to switch
off at the end of your day and leave your work issues at work – even if you run
your own business (or work from home).
During the day, when it is important to be alert and ready for action, the pressure
gets us switched on and wound up.
You will experience tension in your body if your mind is always ‘at work’
and ‘switched on’. If you function in top gear all the time, and don’t take
the time to unwind and rest, then you will eventually burn yourself out.
We consistently push ourselves to work harder, longer and faster without any
thought as to how we can sustain that level of output.
So many of the people whom I treated, suffered from stress-related ailments and
ill health simply because they were not giving their body time to switch off, relax
and revitalize.
"How can I get more energy?" I was often asked. To which I would reply, "How
can you give your body the opportunity to recharge so you can make more
energy?"
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By disconnecting your mind from the events in your workday, you give your body
a chance to replenish your energy levels (and sanity), so you can start the next
day feeling recharged.
To prevent burning yourself out, you must let go and unwind from your day.
ACTION: Become aware of 2 crucial disconnection guidelines:
1. Know the signs of when you are pushing yourself beyond your limits.
Overwork will lead to burnout – and that’s a lot harder to bounce back
from than a sales rejection/complaint call. Realize that when you are very
tired and run down, a rejection/complaint will hurt more.
2. Be proactive in self-care – you should not wait until they get sick before
looking after yourself. You need to get into the habit of switching off your
mind after work.
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Final Thoughts
Bouncing back from difficult people, rejections and complaint calls all comes
down to how well you manage yourself.
I hope you got three key messages from this e-book:
1. There are many simple, easy-to-do strategies you can use to bounce back
from sales rejections or complaint calls.
2. Many sales people unwittingly stop themselves from bouncing back
because they do not know how to self-manage to become resilient to
pressure. Sales teams receive sales skills training but all the knowledge
in the world won’t help them unless they can pick themselves up
after a setback and continue the sales process.
3. You have the ability to control how you feel, manage your energy output,
and decide your recovery speed. You are not a victim. You are in control
of how you handle setbacks. You have always been in control, but
perhaps just not been aware of it.
If you are in sales or customer service, then take the tools in this e-book and start
applying them today. Pick one idea each week and put it into action.
If you are a manager, leader or coach of a sales or customer service team, you
need to educate your team on how to bounce back from rejections, objections
and setbacks. Don’t assume that they know how to do it. The old saying ‘what
you don’t know won’t hurt you’ is wrong! The truth is ‘what you don’t know, can
and will hurt you – and will continue to hurt you until you change it’.
I suggest that you give each person in your team this e-book to read as a starting
point. The next step is to educate yourself and your team on how to bounce
back fast from rejections, objections and setbacks.
Here are some ways you can get started:
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‘Never Hear NO Again! How sales people bounce back from setbacks’
PAGE 21
Next Steps…
a. Conference speaker and In-house training Programs
As a professional speaker and trainer, I can speak to your team on how to
bounce back from setbacks and make more sales. You can view a
demonstration of one of my presentations at:
http://www.bouncebackfast.com
b. Download resilience reports and interviews
I have compiled Special report: ‘Seven ways to prevent
yourself becoming Stressed-Out, Over-Worked and RunDown’ that will also be valuable to you.
You can download your copy from:
http://www.bouncebackfast.com/download.html
c. Read Articles:
There is a large archive of articles on bouncing back from difficult people, sales
rejection, building personal resilience, work-life balance and increasing working
stamina. They are all free to view and download. You can see them at:
http://www.bouncebackfastblog.com
e. One-to-one Coaching
Michael’s Resilience Coaching program helps you to create the mindset and
lifestyle that motivates you to rise above your business, work and life pressures
so you can achieve what you want from life.
The program is specifically designed for people who have a lot at stake with their
business/work and need to stay at ‘on the ball’, in control, and focused at all
times, so they can handle whatever challenge or setback is thrown their way
without becoming drained, tense or burning themselves out.
For all the details, visit:
http://www.bouncebackfast.com/resilience_coaching.html
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‘Never Hear NO Again! How sales people bounce back from setbacks’
PAGE 22
Remember, that rejections, complaints and setbacks hurt much less when you
are resilient. How well you, and your team, manage pressure and setbacks will
determine how fast you bounce back and how much you are able to achieve in
your business, work and life.
I wish you every success.
Keep Bouncing Back!
Michael Licenblat B.Sc.(Psych), Resilience Expert
CEO, Bounce Back Fast
http://www.BounceBackFast.com
i
Coopersmith, 1967; Kiesler & Baral, 1970,
http://adtimes.nstp.com.my/jobstory/2001/may19a.htm
ii
Heatherton & Ambady, 1993, http://adtimes.nstp.com.my/jobstory/2001/may19a.htm
iii
Diggory, Klein, & Cohen, 1964; Wattenberg and Clifford, 1964,
http://adtimes.nstp.com.my/jobstory/2001/may19a.htm
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